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Using Social Media for Business Process Improvement: A Systematic Review

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New Advances in Information Systems and Technologies

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 444))

Abstract

Social media have become an increasingly frequent research topic in management studies, whether in marketing for product promotion, in public relations for customer relationships, or even as a hiring tool in the area of human resources. However, the vast majority of studies are concerned with analyzing how information may be disclosed in social media, with few management studies dealing with the employment of User-Generated Content (UGC) in these media. In this study, we sought to make a systematic review of studies that addressed this issue with the purpose of using UGC for the improvement of organizational processes. As a result of this systematic review, we noted the paucity of studies related to this, although we found some interesting results for public organizations and those that generate content.

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Author information

Authors and Affiliations

  1. University of Pernambuco, Recife, Pernambuco, Brazil

    Ademir Macedo Nascimento

  2. Federal University of Pernambuco, Recife, Pernambuco, Brazil

    Denis Silva da Silveira

Authors
  1. Ademir Macedo Nascimento
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  2. Denis Silva da Silveira
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Corresponding author

Correspondence to Ademir Macedo Nascimento .

Editor information

Editors and Affiliations

  1. DEI/FCT, Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

  2. ISEGI,, Universidade Nova de Lisboa, Lisboa, Portugal

    Ana Maria Correia

  3. College of Engineering, The Ohio State University, Columbus, Ohio, USA

    Hojjat Adeli

  4. DSI, Universidade do Minho, Guimarães, Portugal

    Luis Paulo Reis

  5. Rua Dom Manoel de Medeiros, s/n, DoisIrm, Universidade Federal Rural de Pernambuco, Recife, Brazil

    Marcelo Mendonça Teixeira

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© 2016 Springer International Publishing Switzerland

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Nascimento, A.M., da Silveira, D.S. (2016). Using Social Media for Business Process Improvement: A Systematic Review. In: Rocha, Á., Correia, A., Adeli, H., Reis, L., Mendonça Teixeira, M. (eds) New Advances in Information Systems and Technologies. Advances in Intelligent Systems and Computing, vol 444. Springer, Cham. https://doi.org/10.1007/978-3-319-31232-3_5

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  • DOI: https://doi.org/10.1007/978-3-319-31232-3_5

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-31231-6

  • Online ISBN: 978-3-319-31232-3

  • eBook Packages: EngineeringEngineering (R0)

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